whats is up with co's and thier avg ticket response time??

[adamnp]

Curious if anyone else can't stand this. I personally cannot!

 

Opened a ticket with a particular company, they respond within 39 seconds with an automated response stating my ticket has been received blah blah. Within 1 minute and 8 seconds I receive a live update on the ticket with the following:

 

"

Hi,

 

We have received your ticket and will update you as soon as possible.

"

 

It has now been 4 hours since I have recieved an update.

 

What is up with this practice of rediculous useless/baseless/senseless responses just to keep your avg ticket response time low. I can understand how it can be utilized as an advertising gimmick...great, however when is someone going to start thinking about the clients that 'do' know a thing or two and aren't completely brainless..Shit like this is annoying.

 

Another classic example are network/routing respones. #1 response is always 'cant do anything not on our side' ..Lets bring back customer service, I think it ran away with all the employment benefits

 

I call it false advertising, was just curious if anyone else can't stand this, or if you happen to agree with this practice, or maybe you do it yourself?

[Derek]

It's useless if they respond saying "we are looking into it" when they are not looking into it...

[jbiloh]

Who is giving you the poor support?

[adamnp]

Who is giving you the poor support?

 

I really don't care to name them, purpose isn't really to start flaming on said particular host. I simply see it more and more abroad lately though. Even see some companies with forum posts that pull their avg response time into a pretty little signature at the bottom..

 

What gives?

 

A guided, clear, and thoughtout response is always better than an obstacle course!

[agentpr24]

One of my ex-partner was like that lolll We had some much @#$@$# about this stupid way of responding on a support ticket.

[Admin-Nation-Servers]

I really don't care to name them, purpose isn't really to start flaming on said particular host. I simply see it more and more abroad lately though. Even see some companies with forum posts that pull their avg response time into a pretty little signature at the bottom..

 

What gives?

 

A guided, clear, and thoughtout response is always better than an obstacle course!

 

Completely agree, whats with the bullshit responses now days...

 

Question was it a licensing problem, code error, or general question?

[adamnp]

Completely agree, whats with the bullshit responses now days...

 

Question was it a licensing problem, code error, or general question?

 

It actually was a licensing problem. We did a migration on a box that had been up for 2 years, and had an issue with a license key. The full response took 9 hours, which whatever I'm fine with...But what I am not fine with was the 4 updates inbetween that led to nothing (and I didn't create the updates, they did)

 

 

Seriously,

 

the only thing you can provide to a customer other than a competitor is SUPPORT. The quicker a company learns that, the quicker they will be smiling.....Unreal how many companies get above x $/yr and think they can jsut wash all their ethics down the toilet...Time for a change.

 

I'm gonna do that

[jbiloh]

Adam,

 

Migrate to a more custom shop and you won't have those issues. At the super-store datacenters your just a tiny number, way under their "hot-100" important customers.

[adamnp]

Adam,

 

Migrate to a more custom shop and you won't have those issues. At the super-store datacenters your just a tiny number, way under their "hot-100" important customers.

 

The support issue actually had nothing todo with a datacenter, or hosting provider...It was in regards to a piece of software.

[{-SMAKU-}_MotorMouth]

The support issue actually had nothing todo with a datacenter, or hosting provider...It was in regards to a piece of software.

 

That's his way of saying he is displeased in the response that TCAdmin support has given him when he submits a ticket.

[adamnp]

That's his way of saying he is displeased in the response that TCAdmin support has given him when he submits a ticket.

 

not sure why everyone's interested in who it is...can't we have an unbiased discussion here?

 

Has nothing todo with TCA either...Just thought I would start a neutral topic to discuss..

 

guys are too quick to rip each other apart gotta love one another right now!! (enter chorus)

[ECF]

Group hug?...

[adamnp]

http://www.youtube.com/watch?v=FzRH3iTQPrk&NR=1

 

HAHAHAHA -- each time you watch it, it gets funnier and funnier! haha

[Derek]

http://www.youtube.com/watch?v=FzRH3iTQPrk&NR=1

 

HAHAHAHA -- each time you watch it, it gets funnier and funnier! haha

 

lol, you're a noob.

[SickPuppy]

I like to receive email notification that my support ticket was received after that the only one I care about is the last one.

[ECF]

If this is intentionally done to keep average ticket response times down then it is simply a farce by some companies to make themselves look good.

 

However there are companies out there that do update tickets more than once. Take Softlayer for instance. We host a couple test servers there for TCAdmin through a reseller. The reseller allows us direct access to the SL ticket system. When I put in a ticket they send the obligatory "We have gotten your ticket" and a short while later they will respond with another message stating the ticket has been receieved and has been assigned to such and such a person or department.

 

I see no issue with this as they are simply keeping the client up to date on how the problem is being resolved. Usually the next response will be a solution or in rare cases a request for more info etc... To me this is a perfectly normal system.

 

Regardless of how many responses we get the end result is the problem resolved.

 

As for our specific system here at TCAdmin we state a 24 hour ticket response time in our terms of service. Now many of you know that we are usually much much faster than that. But would people rather we lie about having a immediate response time, or be up front and tell it like it is? As a company we believe that lying or misleading clients is not a good way to go. We have always tried to be up front about eveything we do. This way we avoid problems and upset clients.

 

Support is the hardest part of any online service business, and it is where you will spend most of your time. But to everyone in the biz. Be up front. Don't claim to have 24/7 support if you don't have it etc...

 

Hope this helps the discussion.

[lpgservers]

If this is intentionally done to keep average ticket response

As for our specific system here at TCAdmin we state a 24 hour ticket response time in our terms of service. Now many of you know that we are usually much much faster than that.

 

I don't think I've had a ticket go longer than possibly an hour with TCAdmin if one ever went that long as well. It also seems that the truly urgent ones (well urgent in my world ) get answered immediately. I'd have to say I get better response times from TCAdmin then any other company I deal or dealt with. This not only is via an initial response but with a working and easy to follow solution. Also, the problems are all created by me thus far and not TCAdmin itself so that speaks volumes more. The intelligence or just plain knowledge is superb.

 

As far as some of your other comments, I agree that it is nice to see that things are being handled. Every company I've dealt with thus far has had above average or excellent support times/responses. I really can't cringe at all with any of them.